October Customer Support for Challenge.gov Platform

[kgkempe]

As a Challenge.gov customer, I want to have support using the Challenge.gov platform.

Acceptance criteria: Inbox messages are monitored, tickets assigned, demos with customers scheduled as needed, challenge tracker is updated, ZenDesk metrics are captured for reporting.

October 1 - 7

• [x] Monitor the team@challenge.gov inbox/ZenDesk
• [x] Provide tier 1 support to federal challenge managers and public solvers
• [x] Assign tickets in Zen Desk to team members based on needs
• [x] Set up demos with customers as needed
• [x] Update challenge tracker document

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October 8 - 14

• [x] Monitor the team@challenge.gov inbox/ZenDesk
• [x] Provide tier 1 support to federal challenge managers and public solvers
• [x] Assign tickets in Zen Desk to team members based on needs
• [x] Set up demos with customers as needed
• [x] Update challenge tracker document

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October 15 - 21

• [x] Monitor the team@challenge.gov inbox/ZenDesk
• [x] Provide tier 1 support to federal challenge managers and public solvers
• [x] Assign tickets in Zen Desk to team members based on needs
• [x] Set up demos with customers as needed
• [x] Update challenge tracker document

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October 22 - 31

• [x] Monitor the team@challenge.gov inbox/ZenDesk
• [x] Provide tier 1 support to federal challenge managers and public solvers
• [x] Assign tickets in Zen Desk to team members based on needs
• [x] Set up demos with customers as needed
• [x] Update challenge tracker document

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Monthly Task

• [x] Add ZenDesk monthly stats to PMO monthly data presentation

[cqslayton]

Total tickets: 65 Public: 29 Federal: 35 Contractor: 1 Satisfaction rate: 100% Good: 10 Bad: 0

Comments:

• The response was quick and to the point. Many thanks for your assistance.
• Timely response.
• I had actually found the document I was asking for but I am happy that GSA followed up. Thank you!
• Stellar, especially with a disability